[rt-users] REST: Special characters in custom fields
I am using the REST interface to create and update tickets, as described in the wiki (http://wiki.bestpractical.com/view/REST). However, I am running into a problem with some custom fields that have a hash/pound symbol (#) as part of the name. Other custom fields work fine. For example, when attempting to update a ticket I get a response like this: RT/3.8.1 409 Syntax Error # Syntax error. cf-A Custom Field: aaa cf-Another Field #: 123 cf-Contact Name: Ryan I get the same error whether I url encode the data or not. Is there a special way to escape or encode special characters to avoid this error? Thanks, Ryan RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] error in login to rtir
i installed rt and it works good but when installing rtir i cand see home page of this software where is the rtir button for going to that page or index file for declaring for appache? -- Best Regards Armin Imani RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Attaching objects from RTFM article
Hi, Say you have a FAQ entry with a pdf file attached, would it be possible that the include of the rtfm article in the reply also include the pdf file, and not only his name ? regards RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Attaching objects from RTFM article
It is Not possible. Only Text at the moment. Am 11.08.2010 14:36 schrieb benoit plessis plessis.ben...@gmail.com: Hi, Say you have a FAQ entry with a pdf file attached, would it be possible that the include of the rtfm article in the reply also include the pdf file, and not only his name ? regards RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Multiple replys at once.
How does this happen? The user didn't do anything special, they just went to send it and just it started repeating the Update. Also, there are a few people here that when they are typing it sends automatically before they are done. I think these are people that double-space a lot when typing. * Tue Aug 10 15:33:16 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25773/14219/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:15 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25770/14214/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:14 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25767/14209/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:13 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25764/14204/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:12 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25761/14199/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:10 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25758/14194/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:09 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25755/14189/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:08 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25752/14184/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:07 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25749/14179/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:06 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25746/14174/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:05 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25743/14167/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf -Mark CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Quick is it possible to do this question
I haven't tried the dual front ends. I transition my rt to 2 servers by setting up replication and then cutting over to the new db server using the rt config. Not sure if it was the best way. Tell me how it goes cause we are trying to increase the resiliency of our ticketing system and it would be great if we could have 2 front ends active so we would be able to work on one rt box without taking down the system. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joe Landman Sent: Tuesday, August 10, 2010 3:57 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Quick is it possible to do this question Hi Folks We are moving our rt web server (not database) to a different machine. Leaving the DB where it is. In the process of moving our rt to a new machine, I want to know if it is possible to have two different RT servers connect in to the same database and serve the same files/data. That is, can we have two completely different web servers handle the rt web site bits, and serve all the same data? This is just to aide in migrating/testing, not a permanent scenario. Thanks Joe -- Joseph Landman, Ph.D Founder and CEO Scalable Informatics Inc. email: land...@scalableinformatics.com web : http://scalableinformatics.com http://scalableinformatics.com/jackrabbit phone: +1 734 786 8423 x121 fax : +1 866 888 3112 cell : +1 734 612 4615 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Fwd: rt-cli enter long text into the interactive form
On Wed, Aug 11, 2010 at 03:52:59PM +0200, Philipp Knoll wrote: Hi. im trying to use the rt-cli to comment on a ticket with: rt comment 1311875 ..vim pops up, showing me the form: Ticket: 1311875 Action: comment Cc: Bcc: Attachment: TimeWorked: Text: ~ i try to fill the text: field with ..well, text. as long as i use only one line, it works. but if i enter multiple lines, even if the text is in quotes, i get after :wq: Prefix extra text lines with a space. -kevin # Syntax error. Ticket: 1311875 Action: comment Cc: Bcc: Attachment: TimeWorked: Text: alles was geht when i specify the text on the command line with 1stline 2ndline , it works. so there should be a way, right ? CLI: rt version rt 0.02 RT: RT 3.8.7 cheers, thanks, fil -- LG, Philipp Knoll // p...@sil.at // Tel 059944-2750 // - SILVER SERVER GmbH // Lorenz-Mandl-Gasse 33/1 // A-1160 Wien // Fax 059944-9000 // www.sil.at // FN 204414i // Handelsgericht Wien // UID ATU 51064903 // - RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgplLPdkAKELv.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Quick is it possible to do this question
Il 10/08/2010 21:57, Joe Landman ha scritto: We are moving our rt web server (not database) to a different machine. Leaving the DB where it is. In the process of moving our rt to a new machine, I want to know if it is possible to have two different RT servers connect in to the same database and serve the same files/data. Sure you can. Just pay attention to have the exact same version of RT and options in RT_SiteConfig.pm cheers -- Andrea Perotti RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] REST: Special characters in custom fields
On Wed, Aug 11, 2010 at 02:18:51AM -0700, FOSTER Ryan * SDC wrote: I am using the REST interface to create and update tickets, as described in the wiki ([1]http://wiki.bestpractical.com/view/REST). However, I am running into a problem with some custom fields that have a hash/pound symbol (#) as part of the name. Other custom fields work fine. For example, when attempting to update a ticket I get a response like this: RT/3.8.1 409 Syntax Error # Syntax error. cf-A Custom Field: aaa cf-Another Field #: 123 cf-Contact Name: Ryan I get the same error whether I url encode the data or not. Is there a special way to escape or encode special characters to avoid this error? Have you made it work with bin/rt and looked at the generated data using RTDEBUG=3 bin/rt ? -kevin pgpRdNz8wp7lE.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] 2 advanced queries and graphics
On Mon, Aug 09, 2010 at 04:30:20PM -0300, Elton S. Fenner wrote: Hi, Before asking my questions I wanna say thanks for RT. We are celebrating the first anniversary of RT installation and just reached ticket #25680. So, I'm gonna do my best to explain my needs it would be better if I could do it in pt_BR ;-) First question: = We have a bunch of queues. There are 3 main areas and each area has 4 to 6 queues. Eventually one queue is created and another one became obsolete (disabled). Here is an example of a query: ( Queue = 'DTI::Suporte::Eventos' OR Queue = 'DTI::Suporte::Garantia' OR Queue = 'DTI::Suporte::Help' OR Queue = 'DTI::Suporte::Interno' OR Queue = 'DTI::Suporte::Labo' OR Queue = 'DTI::Suporte::Tecnico' ) AND ( LastUpdated '7 days ago' AND Status != 'resolved' ) I would like to do something like this (use a wildcard to all those queues): ( Queue = 'DTI::Suporte*' ) AND ( LastUpdated '7 days ago' AND Status != 'resolved' ) You can say Queue like 'DTI::Supporte' but because of the way the parser works, it'll go to the database with wildcards on the front and end. RT supports 'foo%' internally but doesn't expose it. So I don't need to review my queries on any queue change. Is it possible? Can someone help me with that? Second question: == I have some graphics by month, by owner, etc. Now I need something I don't know how to get. I need to create a graphic that shows how much time it toke to solve these tickets (Y = number of tickets; X = hours): - how many tickets has been solved in 1 hour since open time; - same as above, but 2 hours; - same as above, but 4 hours; - same as above, but 8 hours; The period can be by month, 3 month, 6 month, one year... Is it possible to create this graphic in RT? Can someone give me some tips to do it? Thanks -- Elton S. Fenner, Analista de Rede, Assembleia Legislativa do RS Brasil (Brazil) +55 51 3210-1249 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpZYmi6uOS7V.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] How to limit a scrip per queue
Is there a way to limit one of the default scrips to not to act on a queue? There are two default scrips that act on ticket creation. #4 and #5. At least I think they are defaults as I don't remember creating these since they don't have a description. I would like to disable one of them as it is redundant. Also along those lines if you want a global script to work for all queues except maybe a few is there a way to add that condition? All pointers to the Wiki or docs will be accepted. I am using RT 3.6.6 TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] How to limit a scrip per queue
Hi John, there are several methods, first (and most painfull) is to deactivate all global scrips and define all again on queue level, second and my preferred is Dirk Papes HideGlobalScrips (Search inside the wiki) this is running nice under RT 3.6.x for RT 3.8.x you can find at github ( http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same solution ported to 3.8 2010/8/11 John BORIS jbo...@adphila.org Is there a way to limit one of the default scrips to not to act on a queue? There are two default scrips that act on ticket creation. #4 and #5. At least I think they are defaults as I don't remember creating these since they don't have a description. I would like to disable one of them as it is redundant. Also along those lines if you want a global script to work for all queues except maybe a few is there a way to add that condition? All pointers to the Wiki or docs will be accepted. I am using RT 3.6.6 TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] How to limit a scrip per queue
Thanks. I found the patch and will see about applying it. Torsten Brumm torsten.br...@googlemail.com 8/11/2010 12:34 PM Hi John, there are several methods, first (and most painfull) is to deactivate all global scrips and define all again on queue level, second and my preferred is Dirk Papes HideGlobalScrips (Search inside the wiki) this is running nice under RT 3.6.x for RT 3.8.x you can find at github ( http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips) the same solution ported to 3.8 2010/8/11 John BORIS jbo...@adphila.org Is there a way to limit one of the default scrips to not to act on a queue? There are two default scrips that act on ticket creation. #4 and #5. At least I think they are defaults as I don't remember creating these since they don't have a description. I would like to disable one of them as it is redundant. Also along those lines if you want a global script to work for all queues except maybe a few is there a way to add that condition? All pointers to the Wiki or docs will be accepted. I am using RT 3.6.6 TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Scrip assigning owner based on Subject or Body
Hi all, All I want to do is assign owner 'jrummel' to a ticket if the word 'Banner' or 'Tips' appears anywhere in the Subject or Body when the ticket is created. Can anyone help me out with the code for this please? Thanks! Jonathan RT 3.6.5 MySQL -- View this message in context: http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29411576.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Custom Fields in Scripts and Templates
What is the correct syntax for inserting custom field data into scripts and templates? We have a service queue with a custom field (type of ticket = locate or repair). So, I want to create a script to read the type of ticket then dispatch an email with custom field data inserted in the email i.e. Service # Account# etc. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] RT general question
Hi, We are using RT 3.8.7 with external authentication. When someone who is not know to our LDAP server is Cced in a ticket and tries to reply s/he gets permission denied error. This is creating problem for our users on leave that have their email forwarded to a different institutes. Is this the nature of the beast when an external authentication is used? Our global permission for Everyone is set to: ForwardMessage ModifyTicket OwnTicket ReplyToTicket SeeOwnDashboard ShowOutgoingEmail ShowSavedSearches ShowTicket ShowTicketComments Cheers, -- and many thanks in advance, Hossein -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
